Return and Exchange Policy

To protect the rights of both the customer and the store, this policy sets out the procedures for order cancellation, returns, and exchanges of coffee products in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.

Order Cancellation

The customer may request to cancel an order before the order processing has started. If the customer requests cancellation after processing has started or after the order has been shipped, the cancellation and return provisions set out in this policy shall apply, while taking into consideration the customer’s rights under the applicable laws and regulations.

Return of Coffee Products

The customer may request to return a product in accordance with the applicable legal provisions and in cases where the statutory right of withdrawal or return applies, provided that the product has not been used or opened, and that its original seal or packaging has not been removed or altered. The product must also remain in a condition that allows it to be returned to its original state.

Opened Coffee Products

Due to the nature of coffee products and their sensitivity to exposure to air, moisture, and external factors, coffee products cannot be returned or exchanged after the package has been opened, the product has been used, or the original seal or closure has been removed or altered, where such action prevents the product from being returned to its original condition or affects its suitability for resale.

This does not affect the customer’s statutory rights in the event that the product is defective or does not conform to the specifications advertised or agreed upon.

Defective or Non-Conforming Products

If the coffee product arrives defective, damaged, or does not conform to the advertised or agreed-upon specifications, the customer must contact Customer Service and provide clear photographs of the product and its packaging, along with a description of the issue. The case will then be reviewed and addressed in accordance with the applicable laws and regulations.

The conditions relating to non-return of opened products do not apply where the product is defective or does not conform to the agreed specifications, in accordance with the customer’s statutory rights.

Missing or Damaged Orders During Shipping

If an order arrives incomplete or damaged, the customer must contact Customer Service within 3 days of receiving the order, clearly explaining the issue and, where necessary, providing photographs or videos showing the damage or missing items. The case will be reviewed and addressed in accordance with the applicable laws and regulations.

Shipping and Return Costs

Where a return is requested at the customer’s discretion, and after confirming that the applicable statutory return conditions are met, the customer shall bear the applicable return or shipping costs associated with the return, unless otherwise required by law or agreed upon.

If the return is due to a defective product or a product that does not conform to the agreed specifications, the return costs will be handled in accordance with the applicable laws and regulations and the circumstances of the order.

Orders Returned Due to Incorrect Customer Information

If an order cannot be delivered because the customer provided incorrect or incomplete information, or because the customer failed to respond to the shipping company or delivery representative, resulting in the shipment being returned to the store, the customer shall bear the cost of reshipping the order if they request it to be sent again.

Refunds

Once a return has been approved, the applicable refund amount will be returned to the customer using the original payment method and in accordance with the procedures followed by the payment service provider or bank, taking into consideration any applicable processing periods and any shipping or return costs that are legally payable.